CRM - CX / Retention Manager

Quest Search and Selection; Brighton; Hybrid; GBP 52,000 - 78,000; Full time

Benefits offered by this job

Hybrid Working

Beachside Office

High-Growth Brand

Collaborative Culture

Job summary

Quest Search & Selection are recruiting for a CRM - CX / Retention Manager to lead retention strategy for a premium consumer brand in health, wellness and lifestyle. Reporting to Head of CRM, you will translate strategy into CRM programmes to reduce churn and grow LTV.

The role requires experience in loyalty, CRM or CX, preferably in subscription or DTC ecommerce, with strong analytics and experience with Klaviyo, Recharge or Yotpo.

Qualifications

• Experience in loyalty, retention, CRM or CX roles.
• Experience in subscription/ecommerce environments a plus.
• Strong analytics and retention metric tracking.
• Proven ability to translate insights into CRM programmes.

Responsibilities

• Analyse customer churn and identify the key reasons customers leave.
• Build win-back, at-risk customer and lifecycle retention programmes.
• Develop and evolve customer journey maps across website, app, checkout and subscription platforms.
• Identify friction points within the customer journey and implement improvements.
• Own the Voice of the Customer programme, ensuring customer feedback is translated into meaningful action.
• Track and report on key retention, churn and customer experience metrics.
• Use customer data and insights to identify opportunities to improve retention and LTV.
• Manage and develop a CX Executive.

Skills

Loyalty & Retention

CRM & Customer Experience

Subscription/Lifecycle

Analytics & Retention Reporting

Customer Lifetime Value

Team Mentoring/Mgmt

Tools

Klaviyo

Recharge

Yotpo

Job description

Quest Search & Selection are currently recruiting for a CRM - CX / Retention Manager opportunity with a high-growth premium consumer brand operating within the health, wellness and lifestyle space.

The business has a strong D2C presence, growing international customer base and highly engaged community, supported by a successful e-commerce and subscription model. Reporting to the Head of CRM, the role will support the delivery of the customer retention strategy, with a particular focus on reducing subscriber churn. The role will translate the wider CX and retention strategy into practical CRM programmes that improve customer engagement and experience.

Ultimately, the focus will be on increasing customer lifetime value and building long-term customer loyalty as the business continues to scale.

Key Responsibilities of this CRM - CX / Retention Manager -

• Analyse customer churn and identify the key reasons customers leave
• Build and deliver win-back, at-risk customer and lifecycle retention programmes
• Develop and evolve customer journey maps across website, app, checkout and subscription platforms
• Identify friction points within the customer journey and implement improvements
• Own the Voice of the Customer programme, ensuring customer feedback is translated into meaningful action
• Track and report on key retention, churn and customer experience metrics
• Use customer data and insights to identify opportunities to improve retention and LTV
• Manage and develop a CX Executive

To be successful in this CRM - CX / Retention Manager -

• You must have experience across Loyalty, Retention, CRM or Customer Experience, ideally at Specialist or Manager level
• You will ideally have worked within a subscription, DTC, ecommerce or consumer-focused business
• You must have strong exposure to customer retention and lifecycle managementComfortable working with retention reporting, analytics and performance metrics
• Good understanding of Customer Lifetime Value (LTV) and how to improve it
• Experience with platforms such as Klaviyo, Recharge, Yotpo or similar CRM, subscription and CX technology would be highly beneficial
• Previous experience managing, mentoring or developing a junior/intermediate team member

The benefits of this RM - CX / Retention Manager -

• Hybrid working – 4 days in the office
• Fantastic office location close to the beach!
• Opportunity to join a high-growth premium consumer brand
• Collaborative and entrepreneurial working environment